Specialist - Customer Success

2 weeks ago

Karachi, Sindh, Pakistan ibex. Pakistan Full time 300,000 - 600,000 per year

Position Summary:

In this role, you will be the first point of contact for our US-based customers, handling a variety of inquiries and issues. The ideal candidate is a patient and professional communicator, an effective multitasker, and is passionate about providing world-class customer support.

Key Responsibilities:


• Professionally manage a high volume of inbound calls from US customers regarding their complaints, requests, order status, follow-ups, and general inquiries.


• Deliver an exceptional customer experience on every call, maintaining a professional, empathetic, and courteous demeanor while adhering to high-quality service standards.


• Accurately identify customer needs, troubleshoot issues, and provide clear and correct solutions. Ensure that all resolutions are provided in strict accordance with company policies and procedures.


• Navigate multiple software applications (CRM, order management systems, knowledge base) simultaneously while actively listening and speaking with the customer.


• Strive to meet and exceed individual and team performance metrics, including NPS, Customer Satisfaction (CSAT), and call handling time (AHT).

Required Qualifications & Skills:


• Proven experience in any customer-facing role is required


• Exceptional verbal communication skills in English are essential. Candidates must possess a clear, neutral, or American accent to effectively service US-based customers.


• Minimum Matriculation or O' Levels is required.


• Able to work in evening shift during weekdays (Monday till Friday)

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